As the Business Travel Out of Hours Manager, you'll play a key role in ensuring our clients receive exceptional support outside standard business hours. This is a hands-on operations role: you'll lead by example, managing travel operations, maintaining service excellence, and supporting a dedicated team to deliver seamless travel experiences. You will be the escalation point for urgent or VIP issues, produce clear MI/insightful reporting for senior executives, drive continuous improvement, and coach and develop your team. You'll work closely with our Business Travel day-team colleagues to ensure a seamless service and will be an integral part of our Corporate team.
If you have a background in Business Travel Management and troubleshooting, and you're passionate about delivering outstanding customer service while making a real impact, we'd love to hear from you.
The Job:
Operational leadership (hands-on): Work live queues, manage complex reissues and set the standard for accuracy, speed and service.
Team management: Lead and motivate a small out-of-hours team, oversee rotas and workload allocation, run huddles/briefs, and manage performance and wellbeing.
Reporting & insight: Produce weekly/monthly MI (SLAs, response times, feedback, cost-savings). Present trends, risks and actions to senior executives.
Policy & compliance: Develop, implement and oversee company travel policies and procedures; ensure adherence to client-specific policies, processes and SLAs.
End-to-end reservations: Handle and manage reservations across air, rail, car hire and accommodation in line with policies and processes.
Client relationship management: Build and maintain strong relationships across our client portfolio; act as an ambassador.
Training & development: Onboard new starters, create refresher and cross-training plans, conduct call/booking quality audits, and deliver coaching to lift capability.
Continuous improvement: Champion customer satisfaction, root-cause analysis and service improvements; document and share best practice/playbooks.
Seamless continuity: Partner closely with day-team colleagues and Management team to ensure handovers, escalations and communications are tight and consistent across the Corporate team
Skills Required:
Proven, hands-on leadership managing a small team in a fast-paced, multi-channel operations environment.
Expert user of travel booking technologies such as Travelport (Galileo), Amadeus, Evolvi and Conferma.
Strong travel product and geographical knowledge, with the ability to upsell and enhance the client experience.
Experience in training, coaching and quality assurance; comfortable giving feedback and developing others.
Excellent written and verbal communication; calm under pressure with strong problem-solving and prioritisation skills.
High attention to detail and a commitment to compliance, accuracy and client satisfaction.
A collaborative teammate who can also work independently and take ownership end-to-end.
Highly motivated with a track record of achieving goals and exceeding performance targets
The Package:
Salary dependant on experience
Remote working option
Hours: Monday - Friday (Apply online only) ; Weekends (Apply online only)
If you are interested in the above vacancy please click 'APPLY' or email your cv to (url removed)